An escalation manager acts as the owner of critical or stalled support cases, ensuring they receive the right resources and attention until resolved. They serve as the primary point of contact for affected customers when a standard support workflow has failed to deliver a timely resolution.
Core responsibilities typically include:
- Triaging and prioritizing incoming escalations by business impact
- Coordinating between support, engineering, product, and account teams
- Communicating status updates proactively to customers and stakeholders
- Conducting post-mortems to prevent repeat escalations
Success is measured by metrics such as escalation resolution time, customer satisfaction (CSAT) scores on escalated tickets, and reduction in repeat escalations. In enterprise software, for instance, an escalation manager might own a P1 outage affecting a key account, bridging communication between the on-call engineer and the customer's executive sponsor.